Summary
Overview
Work History
Education
Skills
Career Skills
Software
Hobbies
Accomplishments
Additional Information
Timeline
Generic

CLEVERS CHISEKA OTSIENO

RESERVATIONS SUPERVISOR
Nairobi, Nairobi Province,Kenya

Summary

Passionate about establishing a strong presence in the travel industry through top-notch service delivery and continuous improvement initiatives. Leveraging academic and professional qualifications to drive organizational growth and excellence. Skilled in overseeing reservation and sales systems, team leadership, and ensuring customer delight. Proficient in communication and problem-solving to optimize booking procedures and resolve guest issues, with a proven history of enhancing team synergy and operational effectiveness.

Overview

10
10
years of professional experience

Work History

Reservations Supervisor

Intrepid Travel, Peak East Africa Ltd
Nairobi, Nairobi Province
06.2025 - Current
  • Ensure compliance with relevant privacy regulations when handling sensitive guest information during reservation process.
  • Collaborate with other departments to ensure seamless guest experiences from reservation through checkout.
  • Increase efficiency by implementing standardized procedures for handling common reservation scenarios encountered by staff members daily routine.
  • Maintain up-to-date knowledge of industry trends, adjusting strategies as needed to remain competitive within the market.
  • Resolve escalated customer issues, ensuring a positive outcome for both the guest and the organization.
  • Improve customer satisfaction by efficiently managing reservations and addressing guest concerns.
  • Implement new software tools for more effective reservation tracking and management.
  • Assist in budget preparation and expense management for the reservations department, supporting fiscal responsibility initiatives within the organization.
  • Coordinate with sales teams to maximize group bookings, increasing overall revenue generation potential.
  • Assist in the development of promotional packages, driving revenue growth within the department.
  • Contribute to cross-departmental projects aimed at improving overall hotel operations or enhancing guest satisfaction levels.
  • Streamline reservation processes for increased accuracy and reduced booking errors.
  • Mentor team members to enhance their customer service skills, resulting in improved guest feedback.
  • Analyze reservation trends and provide recommendations for strategic planning purposes.
  • Provide customers with information about availability and pricing.
  • Answer incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.
  • Provide high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Inform clients of essential travel information, such as travel times, transportation connections, medical, and visa requirements to facilitate quality service.
  • Maintain up-to-date knowledge of products and services offered to customers.

Senior Reservations Agent

Intrepid Travel, Peak East Africa Ltd
Nairobi, Nairobi Province
02.2023 - 05.2025
  • Conducted regular training sessions for reservation agents, improving their skills and knowledge to better serve customers.
  • Streamlined booking procedures for improved user experience and increased overall reservations.
  • Addressed guest concerns promptly and professionally, resolving issues to enhance customer satisfaction.
  • Reduced no-show rates through diligent follow-up calls and emails, maximizing room occupancy rates during peak periods.
  • Contributed to budget planning processes by providing accurate forecasts of reservation volume and revenue potential.
  • Assisted guests with special requests, such as arranging accessible accommodations or coordinating group bookings for events.
  • Monitored competitor pricing strategies, adjusting hotel rates accordingly to remain competitive in the market without sacrificing profitability.
  • Worked closely with hotel partners to ensure accurate availability information was provided to customers at all times.
  • Investigated and identified alternative accommodation solutions for customers to provide superior customer service.
  • Suggested various packages and amenities to guests, helping each find perfect accommodations to fit personal needs.
  • Reviewed and updated customer information to maintain up-to-date records for high-quality service.
  • Answered incoming phone calls and developed friendly rapport with callers while answering questions, making recommendations, and leading conversations to bookings.

Reservations Clerk

Sirikoi Lodge
12.2021 - 02.2023
  • Made bookings and Communicate to agents and direct clients on behalf of Sirikoi and Rutundu log cabins through email and calls.
  • Maintained high levels of efficiency by managing multiple phone lines and email correspondence for reservation requests and adjustments.
  • Managed online booking inquiries and assisted guests and travel partners with questions throughout entire booking cycle.
  • Resolved various issues and discrepancies for customers.
  • Provided personalized assistance for guests with specific needs or requests, fostering positive relationships and repeat business.
  • Managed and closed reservation calls to increase bookings by maintaining strong knowledge of resort products, services, and facilities.
  • Boosted revenue with upselling additional services such as room upgrades, meal plans, and special event bookings.
  • Worked closely with front desk to achieve full occupancy of property.
  • Collaborated with team members to streamline reservation processes, ensuring a seamless guest experience from booking to checkout.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Maintained awareness of types of rooms available in different resort locations.
  • Ensured data accuracy across reservation systems through regular audits and routine database maintenance tasks.
  • Assisted in training new hires on proper procedures, software usage, and company policies ensuring consistent performance levels across the reservations team.
  • Coordinated with transportation and accommodation providers to manage bookings during peak seasons without overbooking.
  • Facilitated group reservations by coordinating with multiple service providers, ensuring seamless experiences for large parties.
  • Provided personalized travel and accommodation recommendations to meet diverse client needs, improving customer satisfaction.

Rider

Glovo
Nairobi, Nairobi Province
09.2021 - 12.2021
  • Worked in hand with Glovo app to deliver food from stores to customers around Ongata Rongai area.
  • Handled cash transactions accurately while collecting payments upon delivery completion.
  • Increased positive feedback from customers by providing exceptional service during pickups and dropoffs.
  • Enhanced customer satisfaction by ensuring timely deliveries and maintaining clear communication throughout the process.
  • Balanced multiple delivery assignments simultaneously, prioritizing tasks based on urgency and importance to meet deadlines consistently.
  • Reduced delivery times by effectively planning and optimizing routes based on traffic conditions and distance.
  • Adapted quickly to changes in delivery schedules or routes due to unforeseen circumstances, minimizing delays.

Reservations Assistant

Peak Dmc East Africa
05.2018 - 06.2020
  • Played a role in booking trips by reserving hotels, land cruisers and other services.
  • Enhanced customer satisfaction by efficiently handling reservation inquiries and bookings.
  • Increased overall guest experience by ensuring attention to detail in every aspect of the reservation process.
  • Maintained positive relationships with clients by providing prompt responses to inquiries and following up on special requests.
  • Initiated process improvements that helped reduce response times for reservation confirmations and cancellations.
  • Conducted regular training sessions for new hires on reservation procedures and system usage.
  • Leveraged strong communication skills when liaising between guests, hotel departments, and external vendors or partners regarding reservations matters.
  • Coordinated group bookings, negotiating rates, managing room blocks, and organizing event logistics as needed.

Customer Service

Rapids Camp
10.2017 - 03.2018
  • Welcomed and greeted guests and delivered outstanding customer service.
  • Kept accurate records to document customer service actions and discussions.
  • Increased repeat business with exceptional customer service and memorable dessert experiences.
  • Improved overall client satisfaction by consistently providing exceptional customer service.
  • Promoted positive member relations through providing excellent customer service.

Reservations & Sales Intern

Peak East Africa
02.2017 - 06.2017
  • Participated in sales meetings and presentations to gain knowledge and insight.
  • Gained extensive knowledge of company products and services, allowing for confident communication with prospects and clients.
  • Organized and maintained accurate records of client interactions within CRM systems, streamlining the sales process.
  • Shadowed sales professionals to gain deeper insight into best practices and strategies for maximizing sales revenue.
  • Provided product and technical support to customers.
  • Supported sales team with administrative assistance such as coordinating paperwork and responding to basic inquiries.
  • Managed customer expectations and helped navigate sales processes.

Receptionist

Kivi Milimani Hotel
Nairobi, Nairobi Province
08.2015 - 12.2015
  • I gave directions and advice to tourist staying in the Hotel and who wanted to Visit Nairobi Town or Attractions sites near Nairobi.
  • Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
  • Answered phone promptly and directed incoming calls to correct offices.
  • Maintained confidentiality of information regarding clients and company.

Education

IATA Diploma - Foundation And Tourism -

Air Travel And Related Studies Center
Nairobi, Nairobi Province, Kenya
04.2001 -

Certificate - Travel Operation

Kenya Utalii College
Nairobi, Nairobi Province, Kenya
04.2001 -

Module 1 Diploma - Tourism Management

Nyeri Technical Training Institute
Nyeri, Nyeri District, Kenya
04.2001 -

Kenya Certificate of Secondary Education -

Olkejuado High School
Kajiado, Kajiado District, Kenya
04.2001 -

Kenya Certificate of Primary Education -

Madaraka Primary School
Nairobi, Nairobi Province, Kenya
04.2001 -

Skills

  • Detail-oriented organization

  • Effective team contributor

  • Effective verbal and written communication

  • Proficient in managing stress

  • Willing to consider different viewpoints

  • Team collaboration

  • Cost planning

Career Skills

  • Organized
  • Team player
  • Good verbal and written communication and listening skills
  • Ability to work under pressure
  • Open minded
  • Social

Software

Microsoft office package

Elements Sales and Reservations System

Resrequest

Microsoft Outlook

Galileo Reservation system

Partner 360

Hobbies

Hobbies: Travelling to different places to learn and appreciate other people’s culture., Socializing, Playing football, Hiking, Cycling, Swimming, White water rafting, Kayaking, Watching animal documentaries.

Accomplishments

  • Supervised team of 2 staff members.

Additional Information

Name: Mr. Wycliffe Cocun

Position: Sales & Product Manager - Peak East Africa

Phone Number - +254 716 329079


Name Mr. Martin Wairimu

Position: Former Reservation Manager Peak East Africa

Phone Number: +254716520662


Name: Aisha Salim

Position: Reservations Manager Sirikoi Lodge

Phone Number: +254721599619

Timeline

Reservations Supervisor

Intrepid Travel, Peak East Africa Ltd
06.2025 - Current

Senior Reservations Agent

Intrepid Travel, Peak East Africa Ltd
02.2023 - 05.2025

Reservations Clerk

Sirikoi Lodge
12.2021 - 02.2023

Rider

Glovo
09.2021 - 12.2021

Reservations Assistant

Peak Dmc East Africa
05.2018 - 06.2020

Customer Service

Rapids Camp
10.2017 - 03.2018

Reservations & Sales Intern

Peak East Africa
02.2017 - 06.2017

Receptionist

Kivi Milimani Hotel
08.2015 - 12.2015

IATA Diploma - Foundation And Tourism -

Air Travel And Related Studies Center
04.2001 -

Certificate - Travel Operation

Kenya Utalii College
04.2001 -

Module 1 Diploma - Tourism Management

Nyeri Technical Training Institute
04.2001 -

Kenya Certificate of Secondary Education -

Olkejuado High School
04.2001 -

Kenya Certificate of Primary Education -

Madaraka Primary School
04.2001 -

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CLEVERS CHISEKA OTSIENORESERVATIONS SUPERVISOR